Deploy And Develop A Dynamic IP Call Center System

Here we will discuss the deployment and development of a dynamic IVR application base on CCXML and VoiceXML, before we could discuss this, we will introduce how to deploy the new IP call center infrastructure according to W3C recommendation standard, which supports this new kind of advanced development in voice XML render language, through re-form a traditional IP call center using typical IVR system. In order to establish the infrastructure for deploy the new generation dynamic IP contact center witch provides multiple media access channel, and prepare for the integration development on a multimodal voice application system.CCXML is designed to provide telephony call control support for dialog systems, like VoiceXML,It also can be used as a third-party call control manager in any telephony system. CCXML is an event driving system, its telephone call control include call transfer, call conference, call queue and routing, etc. And it could combine with VoiceXML, to enhance the call control ability in VoiceXML. VoiceXML is defined to address IVR applications and to standardize on the different voice processing components. A VoiceXML framework includes digital audio play, voice synthesis, speech recognition, DTMF input, message record, mixed initiative dialog and so on telephone operation functions. VoiceXML 2.0 has deferred functionality of these three components by referencing Speech Synthesis Markup Language for TTS control, Grammar Markup Language for controlling ASR, and Call Control Markup Language for providing telephony control.The prerequisite and key to develop CCXML and VoiceXML IVR application in call center is, how to re-structure the existing IP call center system and platform, to deploy an infrastructure which is able to be compatible the dynamic call center IRV application base on two advance Voice XML rendering language. In this paper, we will discuss a new IP call center totally with W3C standard voice framework. It is constructed of VoIP voice gateway, CCXML interpreter, VoiceXML interpreter, TTS and ASR media components. Involve some primary media accessing standard protocols, for example SIP, SOAP, HTTP and MSCP. We will specify the architecture and main functional ability, and will also show you the brief demonstration through some open source project or software, introduce you the method to develop and realize those components during your deployment. Such as OpenVXI for develop VoiceXML interpreter and CCXML4J for CCXML interpreter, Sphinx for ASR and FreeTTS for TTS.The dynamic IVR application developed in this paper, running on the infrastructure we formed according to W3C voice application framework, and the voice application works on 3 layers in a new IP contract center infrastructure, the first level is voice user interface, middle is CCXML, VoiceXML and WEB application server, the third is the backend of some business information system and database. So that we could use the same WEB MVC model to unify both voice and WEB application. In the MVC model, VoiceXML and CGI WEB page in voice output level, i.e. view, output control and logic configuration host in controller, while all business logic construct in model, such as Java Bean or Enterprise Java Bean. The whole application will perform like that, CCXML filter incoming call, answer, transfer and end active call, catch call event and finish some call statistics and event log, also allocate dedicated session for every VoiceXML IVR application, to provide self-service voice service. VoiceXML IVR defines a mixed initiative conversation between machine and voice interface. Authorized user may input in DTMF keypad or nature speaking, to have voice interaction with voice application, to finish dynamic rate query, import and export order services.During learning the software engineering course, I work on some IP contact center project, re-form or deploy a newly infrastructure by W3C voice framework, program VoiceXML-IVR application in CCXML and VoiceXML. So, would like to have this paper to share my experience, summary some usage on CCXML and VoiceXML, to facilitate pilot exercise and step up dynamic IVR application apply to enterprise IP contact center.